Service Desk Analyst I : IT Technology

• Responds to end-user requests for technical assistance via phone, email, or ticketing system; troubleshoots and resolves basic computer, application, system, device, access, and performance issues.
• Documents, tracks, and resolves reported problems using established processes and procedures to meet service levels and standards.
• Researches, troubleshoots, and delivers solutions utilizing product information and solution databases.
• Advises users on preventive methods and provides supporting documentation.
• Escalates issues to appropriate teams to ensure timely resolution.
• Installs or upgrades software and devices, sets up user profiles, and resets passwords as needed.
• Meets all response-time and quality service level standards.
• Performs other duties as assigned.

Do you have experience in Research?, Do you have a Associate’s degree?, * High School required, Associates preferred.

• Experience in a healthcare environment preferred
• A minimum of 1 year of experience required or demonstrated equivalent skill level.
• Experience in technical customer support (including large enterprise technical call center and/or computer network center ops)
• Knowledge and ability to identify trends in issuesAdd desktop troubleshooting; basic understanding of HW, SW, Mobile phones, A+ cert

Certifications Preferred:

CompTIA A+, Support Center Analyst - SCA